Powergen is now known as E.on and this is my experience of E.on.
We decided to switch electricity suppliers in August 2008, and after using a few comparison sites and visiting suppliers website, we decided to go with E.on, both as they were the cheapest and had the added benefit of Tesco Clubcard points on my monthly spend.
The registration process with E.on was quite easy, requesting the usual details (name, address, email address, phone number and bank details) and details of my meter number and supply number from my current electricity supplier.
Unfortunately our supply number and meter number didn't match on their system, so rather than coming back to us to check the numbers we gave them, they chose which number to go with, without paying any reference to our address.
A few months later, we received a letter from our old electricity supplier saying that we owed them over £400 as we had cancelled our direct debit. Obviously thinking we were with E.on we immediately phoned to complain to be told that they had received no notice from E.on to take over our account.
Back to E.on, they quickly agreed that they were not our electricity supplier, especially as every time they entered our meter number into their system it was bringing up details of an account holder in England (we live just outside Glasgow) and probably in a breach of the Data Protection Act, told us the name and address of the people that they thought they were providing electricity too.
E.on raised an erroneous transfer to cancel the account they had and refund all payments we had made to them in order that we could then pay the correct electricity supplier and then start the process again for E.on to take over the account.
Once again we gave them our meter number, supply number and address, and once again E.on mucked it up. This time they took over our neighbours supply! Once again an erroneous transfer was started, although this time we hadn't paid any money to E.on.
Talking to Scottish Power we found out that the problem seemed to stem from when our apartments were built, the electricity meters were put into different apartments from where they were planned so the meter that was supposed to be in our flat ended up in our neighbours. A few months later the mistake was noticed and all the meters in the building were checked to identify exactly which meter was in which flat.
Supposedly electricity suppliers have access to some system that shows the meter number in every property in the UK, so when our meter number didn't match the system, instead of looking into the address details, they took over the supply they assumed was ours, even though if they looked at the system in more detail they would have saw that the meter number had been changed a few months after the record was created.
Scottish Power also said they had a new tariff that would save us money (about 40% cheaper!) so given the poor service we had received from E.on we decided to stay with Scottish Power and cancelled the transfer to E.on.
We told E.on this on the phone and in writing, and told Scottish Power to reject any attempts by E.on to take over the account. For weeks, E.on kept sending us letters asking for meter readings, and other information. Eventually the letters changing to 'Sorry you're going' letters. Finally we were free of E.on. This was in February 2009.
This week, we received a final demand from E.on saying we owed £539.42! Once again we were straight onto the phone to E.on, where a rather condescending girl (she sounded about 12) said we had not responded to any emails we had been sent requesting money and denied that they had any other accounts in our name that showed a refund had previously been made. Even when we gave her our meter number which still didn't match the one they had taken over, she said I was making up the meter number to avoid paying what we owed!
Speaking to her manager, we were told that E.on had 5 accounts for us, yes 5! After a long conversation it appeared that E.on had taken over the original account again (for the people living in England) even though their details were nothing like ours.
E.on were claiming that the £539.42 was due for January and February 2009 (they must think we live in a mansion to use that much electricity in 2 months) and even said that although E.on thought they were supplying a house in England, we were still due to pay the bill!
Eventually the manager saw sense and realised that if they weren't supplying us, we weren't due to pay them anything. The charges have supposedly been written off and another erroneous transfer been raised. We should, hopefully, receive a letter in the next few days confirming that the account has been cancelled and confirming that our credit rating will not be affected as we had not missed any payments.
From my experiences, I would not recommend E.on - it just goes to prove that the cheapest does not always represent best value. If you want to reduce your energy costs, your first call should be to your current suppliers to see if they can offer a better tariff that suits the way that you wish to manage your account and the way you use energy.
As I stated previously, our electricity bill reduced by nearly 40% just by changing tariff as a special tariff was available for our meter that gives us 18 hours of off peak power a day.
E.on may be a good supplier once the account has been set up, but if you chose to go with them, I'd recommend that you check, double check and check again every detail to ensure that they have actually taken over the correct supply. It'll save you a hell of a lot of trouble in the future.
I have given E.on one star, purely because I can't give them no stars.
POWERGEN - Expensive and unhelpful: I was with Powergen for 4 years. I live in a one bed flat and I paid £100/month electricity. I contacted Powergen who always maintained this price was correct. I changed to EDF in 2007 and the meter was changed and a year later I am now so in credit I pay only £6/month. Powergen never helped me and I think their electric meter was faulty but they would never investigate this for me. Only when EDF changed the meter I noticed a massive difference after one year.
I was with powergen (now e-on) about 3 years ago. I'm pretty good at keeping an eye on finances and check things like bills and estimates. So when a bill came through suggesting that we triple the amount we pay for gas and electric each month I was understandable suspect! I phoned the customer support center but found they couldn't see a problem. They suggested I took a meter reading at the same time of day for a week and then call back.
Even though I had a 2 month old baby and to be quite honest had better things to be doing I dutifully did as asked and then called back. They said the meter was working fine. We went through old bills at my request and they still couldn't see the problem.
After 6 months and weekly phone calls one bright spark finally saw the problem! When they had changed the gas meter they had not changed the rate that we were charged on, therefore we were being charged on imperial and we were now metric!
Unfortunately although I thought that this would now be the end of it it took a further 6 months to sort it all out! I made almost weekly phone calls but by then a regular customer service person couldn't speak to me as my account had been passed to the problems department so I needed a manager. But they never phoned back when they said they would, they never even sent letters when promised!
Eventually I lost my cool and this seemed to gain some results. They did re-do my bills for the previous year-18 months and although I did owe them some money it was not the hundreds that they billed me for originally.
After that I changed as soon as possible and although I think I am now paying a little more each month with Southern Electric their bills are so simple to read and every time I phone the customer support center I get through to people that actually know what they are doing and give a damm. They even send letters confirming our conversation within days! Worth the money if I don't have to spend hours on the phone complaining!
I would not recommend powergen to anyone. Possibly the worst company I have ever had the displeasure to deal with. If I was writing this a couple of years ago it would have been an even worse report - I was so angry. Time heals and all that...
I was a client with Powergen for two years, and in that time I found them to be unhelpful, expensive and disorganized.
Powergen (now known as Eon) have survived in the energy market by buying up other companies and their accounts. This is what happened to me - I was a member of another company, then received a letter telling me they were now part of Powergen. This caused me no end of problems, because my energy account was on a different database from most that which held most of their customers... and they kept losing it! I would have to ring up regularly to remind them that I needed to pay for my gas, and every single time it took them about two hours to find my account.
Their customer service leaves something to be desired to - you may find yourself having to explain things veeeeery slowly, repeating yourself several times. Recently, I rang up to get a new meter key for my gas meter and ended up having to describe what exactly it was I wanted in great detail!
Powergen are also expensive. I recently received a letter from them putting my dual fuel bill up to £100 a month. Considering I live in a household that's empty (with the heating off) when I'm out at work, I thought this was a bit OTT. Checking on uswitch revealed that I could save £35 a month by switching to another provider, and that at least another 20 energy accounts were cheaper.
I have been a client of Powergen for more than one year and I am happy with them. They supply me with both Gas and Electricity, and by having both services and paying by direct debit I get a discount of 60 Pounds per year.
I recently did a search on uswitch and they were not the cheapest in absolute terms, but they were still amongst the best deals available, and to be honest when you need to change supplier to save may be 20-30 pounds a year (my usage is very low since I spend most of my time away from UK on business trips and I do not need to use too much to warm up my flat since it is all double gazed) I just leave things as they are.
I inherited the supply from powergen when I moved into my flat, and to have the account moved to my name was easy. I had to call twice, though since the Gas and Electricity department are not linked together and do not share the same data base.
I hope this review is not rated unhelpful by you readers, as strictly speaking I am not nor have I ever been a Powergen customer (as far as I'm concerned), but they seem to think I'm their customer.
It all started several months ago, I was at work, my husband was home from work early as he works shifts. As he approached the front door, two guys were hovering near our front door. This is how the conversation went:
Powergen guy: Hi there, I was wondering if we could give you a quote for your electricity supply Sir?
Hubby: Well I've just come back from work, haven't even been inside the house yet.
Powergen guy: We won't take up much of your time, honestly!
Hubby: Well I don't know...
Powergen guy: Oh please! We've been walking around all day and this is the last house we're calling at and no one has even given us the time of day. We've got nothing to show for a whole day of trying to give quotes or get new customers.
Hubby (feeling sorry for the guys): Oh ok, come on in then.
Now if that was me, they would not have set foot in my door. I don't like people trying to sell me stuff at my door, if I have a problem with a utilities supplier I will go do my own research and contact companies myself.
An hour later I got home and the two guys were just about to leave. My husband advised them that I was his wife and one of them said "Oh so you must be Mrs XXX?"
Not knowing who on earth these guys were, I muttered "Erm it's Ms XXX actually, how do you know my name?" (I said this as I don't use my married name and as they'd been dealing with my hubby I would have assumed they would have called me by his surname)!
"Oh it's because your name is on the registered billing for the electricity supply for this address!" the chap replied as his colleague and he hurriedly left our house (I was not sure why they seemed to be in such a hurry). I asked my husband if he had signed anything and he said that they had just asked him to sign to confirm they had visited and given him a quote. He had signed on one of those electronic signing machine things (sorry - I don't know what they're technically called). He said they had said they could supply electricity for something like 2pence per unit cheaper than our current suppliers, Southern Electric. I was dubious but said I would wait to see their written quote.
A week later, no sign of a written quote, but imagine my surprise when I get a letter from Powergen welcoming me as a customer and that a key for my meter would be forwarded shortly (a key that never actually materialised). The letter informed me that I should not use my old supplier's key once I received the new one or I would be billed by two separate companies! I was horrified. I took the letter to work and planned to call them on my lunch break. I didn't need to call them though as mid-morning I received a call from Southern Electric (SE). They said they were calling to say that they were sorry I was leaving them and could I provide any feedback as to why so they could try to improve their service. I stated that I had no intention of leaving them and I had not authorised Powergen or anyone else to change my account and I was pretty annoyed about them assuming I was consenting to a transfer when I had barely even spoken to the chaps who had visited my home. The very nice lady at SE (who I have been with for 13 years with NO problems at all) was very apologetic and said that she had heard of Powergen doing this on many occasions and many SE customers had been conned this way. I said it was not a con as I had not signed or agreed to anything. My husband had just signed to say they had physically visited our property to provide a quote and nothing else. I asked what I needed to do and said I didn't relish the thought of having to phone up Powergen and argue with them over why they were using these underhand tactics. The lady at SE said I didn't have to do that, they would cancel the transfer as an erroneous transfer and I was not to worry.
I thought it was all sorted until the next week I received yet another letter from Powergen welcoming me again and stating their prices for electricity supply. It seemed that were actually MORE expensive that SE. I called SE again asking why I was still receiving correspondence from Powergen saying I was their customer. The best thing about SE was that I was calling an 0800 number and my calls always got answered by a human being within a few rings and they have been very courteous and helpful. They again assured me that I was still listed as an SE customer and Powergen were trying it on.
I also called Powergen and advised them that I had not agreed to change supplier and would they stop writing me letters and could they confirm in writing this conversation, they assured me they would deal with it correctly. A week later I received a letter from Powergen saying they were sorry I was leaving them and that I would receive a letter in due course saying how much I owed them for the electricity supply to date! I was stunned. I called them up and got the usual annoying auto-answering service where you have to push this button and that button before you can speak to a person. I demanded that I be given an email address as I did not trust any verbal conversations with them. I wrote a lovely email and copied it in to several email addresses saying how appalling I thought their business practices were in getting "customers" in this manner. I had never agreed to go over to them, their agents had falsely advised that we had agreed to switch to them and then they had the cheek to say we would be receiving a bill from them! I've never paid an electricity bill, I have a key meter supplied by SE which I am still using to this date! I said I would be expecting a full reply and apology from them and that they had better not dare issue me with any bills!
I received a reply a few days later in the post saying that the transfer had been cancelled and apologies for the mix up (what mix up?)! How can it be a mix up when I had never once agreed to going over to them? I thought that would be the end of it.
Two weeks ago, my husband got home before me and had just come out of the shower when he heard someone at the door. As he wasn't dressed he ignored it, we have all sorts of salespeople at the door and if we're expecting company we know when to expect them. Whoever it was knocking was very persistent, so eventually hubby went to the front room window with his dressing gown on and opened the window to see who it was. It was a chap from Powergen wanting to do a final meter reading. Hubby was gobsmacked! He told the guy that we not a Powergen customer and if he valued his life he would leave our doorstep pronto as I was due home any time and after the mess they had caused he wouldn't be responsible for my actions. The guy left!
You'd think that was the end of that. Earlier this week, my hubby got a call on HIS mobile number (which he had given when they originally came to do the "quote") asking why he had decided to leave Powergen and go elsewhere. Hubby said he could nothing but laugh at them and say that we had always been SE customers, the chap on the other end actually said that SE had a habit of poaching THEIR customers! He resisted the urge to give them my mobile number instead as he felt it would not be too nice for them to hear a lady using such bad language as he could imagine I would have if they contacted me again!
All in all, my experience as a "customer" even though I was "forced" into being one was one big joke. If this is the way Powergen have to get business I am not surprised they have such an awful reputation as a company. You'd think after receiving complaint letters they would make a note on their system so that every other Tom, Dick and Powergen rep would not be calling us or turning up at our doorstep randomly. I sincerely hope they do not harass my husband or myself any further! Oh and God help them if they try to send me a bill for electricity supply that I've never used with them!
n.b. Also published on ciao.co.uk under the same username
FYI (you means all customers)
Hello to all i am a powergen employee and in response to all those who bad mouth the company were are not bad at all i do admit we do make mistake problems do occur with new builds mainly its builders not giving us correct information when propertys are taken over or customers not taking readings when they move in and not checking there bill to see it we have estimated and i know some one read your meter the other day but we recived it befor we produced the bill so we used it towards the estimate which is doen by a COMPUTER so don;t blame the call center staff we are there really to fix it for you and we do our best
and if you have left us to go to another company and you get a high bill from us and the reading we have closed on is not the same reading you gave to the new supplier then its not our falut your new supplier sends that reading to us it may say estimate or read by you but we don;t now we only get told what your new suppliers tell us and if in doubt ring us it's a FREEPHONE number so it don't cost anything
i know i am defending powergen but we do get it wrong as well and we do admit it but i am sure you notice on bank statements if we have not taken a payment and its on your bills for gods sake also learn to look on the other side of the paper the amount of idiots i have had on the phone who say they can't see the payments they have made untill i tell them to turn the page over its not rocket science
also please note if your bill is in debt you owe us not like some people think the other way round also if you are in debt ring us and change your monthly DD cus its not enuff you exspect us to go though 9 million live accounts every month and call you to change your DD not going to happen with only 40000 employees world wide for e.on and only 600 in billing we can;t go thought them all
and i don't get payed to have you shout at me i get payed to fix what is wrong which is easier if you let us help you and not go on about your crap and stuff we not
plus don't go to British gas as they are more exspensive and what ever opening reading you give them to send to us they add 200 units just to make sure its right don't ask me why
and pls pls pls when you join us give us a telephone number then in case some thing is wrong we can RING you and sort it out we don't like you haveing to pay out a £1000 for a bill and leave us we would much prefer you to have little bills and stay we are one of the cheapest
end if the day if we do something wrong we will admit it and if you agree to a payment scheam but need to check it with your partner/housemate/fuck buddy/cat/dog/emu/puppet who ever pls ask the rep on the phone to make a note of it cus we have 3 billing call centers and we can't pass you though to another call center but we are working on it
ploiteness does not kill so be nice and we will help you quicker not cus were nasty but when you rant and rave we have to calm you down have you ever tried to do work while your being shouted at
also meters don't go fast they only go slow or stop and if you have 2 rates and one does not move EVER then it is broke and when we make appointments you have to be there and don;t moan at us if they do something wrong we don't pay them your distriubtion company does and the meter reads work for everyone not just powergen so pls don't refer to them as your bloke he ain't ours unless he is from East mindlands Elec then he is (:P)
also if you do have a meter changed pls make sure they leave the old meter details and if you ring up ANY elec or gas Supplier pls try to have meter reading you would be suppised how easy it makes sorting out problems
btw love talking to all the older folkes about the war and stuff you guys ROCK!!!!
anyway thanks for reading my rambleings
I have been with Powergen for 4 years. Paid my bills by direct debit no problems! Today I received a Gas bill for £791.71. Feeling sure there had been a mistake I rand Powergen. I was told that since Otober 2006 they had not taken a Direct Debit from my account also they had not produced a bill for the last quarter so this bill was for 2 quarters. No further explanation could be offered. But the top and bottom of it was this money had to be paid. All their own fault. BUT........who is quids down every month? Me! Yes I should have noticed I was a bill missing and the direct debits had nt been taken. But I have recently lost a close relative and have nursed her for the last few months. Not an easy time.
It makes me wonder if Powergen periodically catch people out like this so that they can t move companies. All I want to do is get out of my commitment with them but obviously can t now.
My energy bills are now £200 per month with Powergen. More than my mortgage!!!!!!!!
All these reviews read the same apart from the people who work for Powergen. I really think their reviews should be deleted so that people can see the full picture.
Do people think that Powergen does it on purpose ? The website was crap enough (invisible pdfs - because they probably sent off the alert email without uploading the pdfs), then the pdfs wouldn't print - when everyone else does/did, and today they send off a "new service" by which one has to change one's username and password, enter a code, etc - which of course doesn't work - this process went on for quite a while, with new codes being issued and - wait for it - being asked what my customer number is, like one would take this information everywhere ! And this is supposed to help us ? Then the idiots say they are phoning me home, in the middle of the working day. Oh, by the way, everyone else's website handles the online registration without any problems, etc
With rising fuel bills I was spending well over £800 a year to keep my house warm and cook etc. I decided that I needed a change of supplier to cut down the bill a little. After shopping around and consulting website USwitch I found that Powergen would be the cheapest.
Powergen were also advertising in my local Tesco so off down I went to meet up with the stand reps only to find that they had called it a day early. I was given a contact number of one of the reps by the customer services lady at Tesco so off I went to give him a call. He denied he worked for Powergen when he answered his phone but then a couple of days later left me a voicemail on my mobile to say hed like to discuss me changing over to Powergen in more detail.
Later calls to the call centre confirmed that he was indeed employed by Powergen. I was a little bemused but as I wanted to change suppliers I pressed on by calling the number from their website.
The service I received was excellent. The customer service rep I spoke to was very helpful and went through the packages that they offered. She asked for yearly consumption or yearly bill, whichever is easier for you to supply to them. She then worked out how much Powergen could save me which turned out to be £300, more than USwitch had worked it out to be so I was really pleased.
The plan that I subscribed to was Dual Fuel with Direct Debit payments and dual billing. This means that for Electricity I pay 16.7 pence for each unit for the first so many units and then it drops to about 6 pence for all other units used. Gas is slightly lower but as I am writing this review at work during my lunch break I will come back and provide the price. I also receive a 9% discount for paying by direct debit.
I registered my clubcard for Tesco with them too which meant that I received 1 point for each £1 I paid to Powergen (well every little helps!) so that meant an extra 500 points a year.
It seemed to be going swimmingly and I supplied the meter reference numbers along with the electricity meter supplier number (if youre unsure where these are the meter reference for the Gas meter is normally on the back of the bill and for electricity it is a supplier number that begins with S on the front of the bill) and the lady assured me that I was now signed up and I should receive a call from my previous supplier to provide readings for both meters and then receive final bills.
I duly received the call and sent through the readings, received and paid the final bills and also received the welcome letter from Powergen along with a letter confirming my Direct Debit payment of £50 per month to cover both the gas and electricity. The process was so easy. Too easy I found out later on.
I then received a letter from Powergen stating that there were problems taking over my gas supply. So I rang the call centre and spoke to someone where I gave the meter reference number again but she said that the meter was not present in my home.
To explain a little about my gas meter and my house.
If you have read my review on George Wimpey you would know about the ongoing problems that I have had. Well what happened was as with all new homes you are given a plot number and the development name. Mine was 21 The Maltings. I was then issued with a house number, 116, that was registered with the land registry and this is the address the meter was originally registered to. Then George Wimpey wrote to me informing me that they had secured some more land so they were building more houses between mine and 114. This meant that I had been allocated a new house number of 124. With the meter company house 116 had 2 meters registered for gas. I ended up registering my gas meter myself for house number 124.
Anyway back to the Powergen saga ..
The lady I spoke to then realised what had happened when I explained the above to her and she kindly sorted it all out for me and put the request through again for me to change suppliers. By this time I was beginning to wonder who was supplying my gas as I hadnt received a bill from either my last supplier or Powergen. Yet when I wanted to cook my gas hob turned on so I was obviously getting it from somewhere. Yippee free gas.
Several weeks passed and I received another welcome letter from Powergen and then a bill for electricity only. Id been with them for 3 months and my account was £260 in credit. How, when I was paying £50 per month? The bill showed 3 payments of £104 to the account, less the bill amount and then the credit amount. How had this happened. So this time I rang and asked to speak to a manager because I was also wondering what was happening with the gas.
The manager I spoke to refunded my overpayments and adjusted the direct debit to £50 per month and said theyd sent out another letter. He then stated that my previous supplier had rejected the application to take over my gas supply because I was being sued by them for monies owing from my final bill. I stated that I was looking at the final bill with Paid stamped on it from the bank. He asked me if I was sure it was the final bill. Hmmm when a bill says Final Bill on it you assume that is the final bill dont you? Well I did and a call to Scottish Power confirmed that this was correct and that they were no longer my supplier of gas.
Is anyone becoming confused at this point because I damn well was. Another call to Powergen confirmed that they hadnt yet taken over my supply but they would re-request and this time it all went through OK. Finally I thought Something seems to be going right.
At this point I will stress that each time I rang the staff at Powergen were ultra polite and appeared to be efficient and resolved my query so at least the customer service staff and their managers know what theyre doing right? Wrong a few months later I was served in Tescos by my friend and my card was declined. I checked with the bank, £500 overdrawn. I asked for a breakdown of transactions Powergen had taken 2 payments of £500 that month.
I was livid. I couldnt believe it. I rang them from work and spoke to one person, then another and another. None of them knew what had happened. I was offered excuse after excuse some of them being that the system had automatically reversed itself and another that it really hadnt taken 2 payments and that my bank was showing incorrect records.
I was offered one solution by one person and when I rang back to confirm it I spoke to another person who offered an entirely different solution because the first person wasnt available and couldnt ring me back. I ended up with a refund of the overpayments and my bank charges refunded.
I thought everything was going swimmingly until the meter reader came the other week. He read the gas meter and then went. As Im supposed to receive dual billing I thought it odd he didnt read the electric meter (they are side by side outside the property) so out I went after him. He knew nothing about reading the electricity meter but tried to read it anyway from the bar code. Nothing not registered with Powergen. He gave me a card with the reading on and said it wasnt his problem as today was his last day, shrugged and walked off. At the time my mother was in hospital critically ill so I had no time to ring Powergen. I rang them the following Monday and was assured that there was no problem, my meter was still registered with them and I was still a customer with them.
4 days later a bill arrived, not for gas as you might think as the meter had just been read, but for electricity in November just before my meter was removed. I kid you not. They wanted to charge me £70 for 19 days electricity. I rang them and they said that my meter had been removed on the 29th November 2006. I told them it hadnt but they insisted that they had the meter there. I took a picture and sent it in to them over the internet with my digital camera (a bit extreme I know but that was the only way I could get them to believe me it hadnt been removed!) they then agreed that it hadnt been removed.
I asked for a full explanation as to why it had happened in the first place and the lady assured me that she would get a manager to write to me. By now I wanted to move suppliers and wanted an apology. My mother was still in hospital, I was working full time, looking after my dad and trying to keep on top of the housework too. This was the last thing I needed, especially as I was due to be going away with work for a couple of days on top of everything else. My mother came home shortly afterwards but still required constant caring from my dad, myself and my sister who lives across the road from us.
Last Saturday I received a letter from Powergen. Great, that didnt take long to issue and apology and find out what happened I thought. How wrong was I the cheeky so and sos had taken the new reading for electric from the digital image I had sent and reissued a bill for nearly £200 and charged me double VAT for the privilege! Hopping mad I got on the phone and got the VAT refunded but thats not the point. I expected so much and got nothing.
Ive paid one gas bill in nearly 12 months but paid through the nose with regards to electricity not to mention having to make near on 100 phone calls to the call centre to sort out their mistakes, been embarrassed in front of friends when my card was declined in the supermarket and generally had so much stress over it that I just feel absolutely disgusted with the company.
The notes on my file must be so long. Whenever I ring these days theyll put me on hold for at least 5 10 minutes whilst they bring themselves up to speed with what has happened on my account!!!
I've come back to update this review as I am extremely outraged now. I now have received a Gas Bill from Powergen, along with a new electricity bill and both of these are estimated readings! How when the Gas meter was read a few weeks ago???
I rang the call centre and spent the requisite 10 minutes that it takes them to read the notes on my file and then explained the reason for my call. Apparently they've not received any readings, have no record of my call the previous week to confirm I still have my electricity meter and still insist that I'm not a Powergen customer for my electricity!!! Oh and the bill is extortionate. £250 nearly so effectively now I owe them £141.24. I cannot say how badly I feel about this company - please do not ever touch them with a barge pole. I have written a major letter of complaint to them and copied in the regulator as I am sick of this. Maybe I should have written in and said that my boyfriend is a member of a gun club?!?!
I changed to Powergen last summer after their prices were shown as being the cheapest according to a consumer website. When I got my first bill in the autumn I couldnt believe it!!! My electricity charges had soared yes, I know they have soared in general, but this was ridiculous and for the summer months too when I had barely used any electricity. I checked my readings and they were correct, so then checked on the internet to compare supplier prices.
According to the Uswitch.com website it would be cheaper for me to switch to a different supplier, so I did this. The new supplier informed Powergen and I had to do nothing.
Several weeks later I received a letter from Powergen expressing their sorrow that I was leaving them.
Then three weeks later I got another letter saying the same thing.
Then three weeks later....... and so on, it is now February and I switched from Powergen in November yet they still send me letters!
I have ignored the letters, if they want to waste money on sending out repetitive correspondence that is their problem, but no wonder their prices are so high.
However, this is not the only gripe I have with Powergen. We have a property which we rent out and when the tenant moved out in October 2005 the agent informed the appropriate utilities that the tenant had done a moonlight flit. Unfortunately this happened again with the second tenant in December 2006. Therefore when we got a bill from Powergen saying we owed them 136 pounds for gas and electricity for a period from November to December, we glanced at it and thought it was for the latest tenant.
I rang Powergen and was starting to explain this when I looked at the dates again and realised that the bill was for 2005, not 2006. Therefore, why had it taken Powergen so long to contact us? Apparently they had been sending the bills to the property and not to our home address, and after a year when they had been ignored they realised they should contact us at our home address.
We sorted it out or so I thought that we owed nothing and it was the tenant who owed the money and Powergen sent me a Nil statement confirming this.
Two weeks later we received a letter from a debt collection agency stating that if we did not pay Powergen the 136 pounds action would be taken. I rang them, they would not speak to me and insisted I rang Powergen, which I did.
Problem sorted, Powergen would notify the debt collector to cancel the action.
Ten days later we received another letter from the debt collectors, yet more phone calls and further confirmation that Powergen would cancel the action yet again.
Two weeks later another letter from the debt collectors, this time even more threatening. I rang Powergen, they assured me they had stopped the action but would do it again. I then rang the debt collector agency and explained what had happened, they asked me to confirm in writing and to send a copy of the Nil statement. I faxed this through and hoped it would be the end of the matter.
Another two weeks went by and we received yet another letter from the debt collectors saying they were about to take us to court and send in the bailiffs!!!!!!!!! Now this really shocked me!!!! As someone who always pays everything on time I was horrified and worried that all this action would affect my credit rating.
I rang the debt agency, they insisted they had not heard from Powergen. Well had they received my fax? Apparently faxes were sent to a different office!!! So I made yet another phone call. The man I spoke to was so rude I couldnt believe it!!!! Have you received my fax? I asked. How do I know if your fax has been received? It is to another department and I am not psychic.
When I told him I thought his attitude was somewhat rude, his reply was wait for it We are not paid to be nicey nicey, we are debt collectors.
Ah well, yes, they may be debt collectors but I was NOT in debt!!!!!
Again I rang Powergen and this time refused to come off the phone until they had spoken to the debt collection agency and told them to cancel any action. They assured me they have done this and I now have a letter of apology from them, confirming this and that the problems were caused by a lack of communication between Powergen and the debt collection agency.
You can say that again!!!! This letter arrived a week ago, so I just hope now that Powergen have finally sorted things out.
I have incurred a lot of cost, not to mention time holding on the phone, sorting this out. But what really worried me was the attitude of that bully boy at the debt collection agency. He was so intimidating, it worries me that if people who are genuinely in debt and unable to pay, how they would feel being spoken like this? No wonder people in debt go to money lenders to pay off one debt if this is what they are greeted with from the debt collectors! I did complain to his manager incidentally, but he had the same attitude!
All this is the fault of Powergen really, their communication skills seem to be nil!
Powergen, Powergen, Powergen.. or should that be their call centre staff?
I moved into my new build house September 2005. The builders told us that Powergen were the suppliers for the company and to change if we wished.We transferred to the company we were using for gas an electricity. Quite happy paying our direct debits with our company when we received a bill in May 2006 from Powergen for gas arrears of £146.
Hmmmmmmm. I was confused, checked our paperwork, got my facts and dates, meter numbers together and rang Powergen to inform them that we were not a customer of theirs. That conversation was the start of a very shaky relationship between myself and Powergen. I was not offered any help from the company. Was told that they couldnt take my word for it that I wasnt a customer (fair dos) and that I had to contact my supplier who in turn had to contact them.
So I rang my supplier who assured me they have procedures for this matter and would contact Powergen. So in May 2006 I thought the matter had been resolved.
For numerous amounts of months I was still receiving the same bill from Powergen and had contacted my supplier a further 2 times to tell the company that they are not our suppliers. Each time I thought the matter had been resolved.
September 2006 I received a red letter of the same bill and I was furious. I phoned up the call centre for Powergen this time not having any paper work in front of me and let al my frustration and anger out. I dont usually do this but that time I just couldnt help it. The call centre worker was very helpful and agreed that there was proof that I wasnt a customer and that I didnt owe them money. I told me that he would just null the account as it was a mistake on their part.
That was it.. no more letters, no more bills till a phone call in the middle of January left on my voice mail. I refused to listen to it. I knew I should have done but I knew (and I had proof) that I didnt owe them any money.
I received a letter from a debt collectors agency yesterday asking for £146 from Powergen. I wasnt mad, I was upset, frustrated and ready to ring up and just make a card payment. Id had enough. I phoned the number card in hand but explained the situation to her before hand, calmly, she had a look through my notes there and then she agreed that this has been a mistake all along, there was enough evidence for her to write the debt off and contact Powergen about the matter.
Phew, I feel like its the end of it now but who knows.
I realise every company has their good and bad points, customers who adore or hate companies. Companies that make mistakes but this company has just been a bain to my life and my stomach churns when I see their logo.
Warning to customers who are concidering changing to Powergen-DONT!!!!!!!, I have been with them through no choice of my own but when they bought TXU uk form the administrators. I have recently received a statement from powergen with revised charges-in fact the have re-calculated my bills going back to January 2003 and charged me more they have also slapped surcharges on that were never previously billed and when contacting the customers un-helpline all they try and do is fob you off with the "promise" that someone will call you back. I have had to complain to energywatch and the energy service ombudsman, I have also contacted BBC working lunch on the hope they can assist me in what seems to be a fraudulant accounting practice by powergen. Today, I have contacted them yet again to no avail, they have promised to get someone to call me back sometime soon??? I have given them until 9am on 08-12-2006 otherwise I will make further complains including the possibility of the Seriuos Fraud Office. BE WARNED ABOUT THEM!!! You never know with these practices they to might be in financial trouble just like TXU were, but then again just profiteering.
I didn't want Powergen as my energy supplier. It was automatically transfered when Tiscalli gave up trading in this area.
I soon noticed that estimated bills with Powergen where always grossly inflated compared with what I had actually used, and it seemed deliberate. Their online meter read facility was faulty (or so they claimed), but I felt Powergen were deliberatly ignoring them. After a while there was only so much I could take, or should I say prepared for them to take.
So last November I signed up to Utility Warehouse, and at the same time paid the last estimated read, even though it was way over again. It took another three months for my gas account to be transfered!
Five months later out of the blue, I received a final bill and yes you guessed it, a grossly inflated estimated bill yet again. As I am single and in work most of the time, my actual gas usage was below the bill that I payed back in November! I wrote to Powergen and took a dated photograph of the meter and reading and copied it to my current energy supplier. Powergen ignored it completely. Utlity Warehouse informed that Powergen had provided the final read to Transco which obviously wasn't a final read and yes grossly inflated.
I have been threatned with court action, but the debt recovery agency dropped it like a stone once I had copied my correspondence to them. Now Powergen have engaged yet another debt recovery company! What's laughable is that Powergen actually owes me money. What's worrying is that they think their right all the time, even with an estimated bill!
I worry about the more vunerable in our society - those that can't defend themselves and those that may pay up for a quite life. This is not just inificency. It appears to have started off as sour grapes because I had moved my account and continues with what I can only describe as vindictiveness.
Can I urge those that are with Powergen to think about moving for the sake of others and yourselves. They are not the cheapest and I have reason to question their integrity. This is written fom the heart and I hope it shows. As one reviewer has commented that they are truly evil, and from my experience I think the same. I think they are capable of anything if they have reason to belive they can get away with it. What ever you do don't pay via Direct Debit. They believe their grossly inflated estimated bills are set in stone, and will bleed you dry.
I have read your reviews on Powergen and just feel as an employee of Powergen I would like to defend our call centre (slightly!!!)
I have worked for Powergen for about 1 year and six months and work on customer services (may have spoken to some of you, hope I was nice!!)
Firstly I would like to point out Powergen have around 9 Million customers and I would say that more than three quarters of those customers are happy with the service they are provided. I understand everybodies frustation as you probably dont care about the figures but what I am trying to say is every company and every person cannot please everybody at the same time.
As I know from personal experience we do try to please everbody as much as possible but all companies experience technical problems for example those of you that have self serve and cannot view both of your accounts online, or Direct debits that were taken out when they shouldnt have.
We are very customer orientated and want everybody to be happy so that they will stay with us, we do take in customers comments about us so that we can improve like just recenlty we have changed the bills as we had a lot of feedback about the old ones.
Its not that bad in comparison to some of the elec and gas suppliers there are out there!! I wont name any names.